Debit Cards

At Town-Country United Bank, we work hard to protect your accounts against various types of fraud, from local scams to nationwide data breaches and more. It's important that you are aware of the products and services that are working for you, as some of them may require your attention and input to ensure they perform at an optimal level.

DefenseEdge, our debit card fraud monitoring system, is a powerful tool that is constantly working to catch suspicious activity on your debit and credit card accounts. When suspicious activity is detected, the Fraud Center will contact you via text, email and phone to verify that the transactions made, or those attempting to be made, are coming from you and not a scammer.

It can be unexpected and perhaps unsettling to receive a phone call asking you about your purchase history - especially if you're away on vacation or don't recall making out-of-the-ordinary purchases recently. However, it's important to keep in mind that a call from the Fraud Center is an example of Town-Country United Bank’s fraud protection working to guard your identity and your accounts. More importantly, you need to respond to these calls, as failing to do so may leave the door open for fraud to occur or result in your card being frozen from future use in order to prevent it.

Questions about Fraud Center? Here's what you should know.

What number will Fraud Center text me from?

Text will be sent 24/7 from Fraud Center. Text will come from 96923.

It is important to confirm fraud when you receive a text.  If fraud is confirmed, a text response will provide you with the Fraud Center phone number to call for further transaction verification.

What email will Fraud Center email me from?

Emails will be from TCUBCardFraud@tcubank.com.

Emails contain embedded links allowing you to respond Fraud or No Fraud.

What number will Fraud Center call me from? 

Calls will come between 8 AM to 9 PM from 1-800-237-8990.

What will happen during the call?

The Fraud Center will let you know that they are calling on behalf of Town-Country United Bank. They may ask a few questions to verify your identity, and will then ask you to verify recent transaction activity on your card (for example, "Did you recently make a purchase in the amount of $25.65 at ABC gas station?")

Listen carefully and feel free to ask for clarification, or for them to repeat the dollar amounts and merchant names if needed.

If you're able to confirm that you're the one who made the transactions, the call will wrap up. If you confirm that the activity is fraudulent, more steps will be taken. 

What if I miss the call? 

Should you miss their call, Fraud Center will leave a voicemail. Contact Fraud Center at 1-800-237-8990 regarding your debit card, to verify the suspicious transactions.                                                                                                            

If you have any questions, please contact TCUB customer service at 334-682-4155 or 1-877-418-6411.

What if you don't have my phone number? 

We ask that you take a moment to confirm that we have ALL of your current phone numbers on file with us - including home and mobile numbers. Fraud Center will text your mobile phone number you have listed on file in an attempt to alert you of unusual activity. You can make sure your information is up-to-date by calling TCUB customer service at 334-682-4155 or 1-877-418-6411.

If you cannot be reached by text to your mobile phone, Fraud Center will attempt to email you using the email address on file.  That is why it is very important that we always have updated information on file at the bank.

What kind of activity might be considered suspicious?

Reasons Fraud Center may call you include, but are not limited to:

• Your card was used to make a purchase out-of-state.
• Your card was used to make a transaction with a larger dollar amount, or a series of larger dollar amounts, than you typically spend.
• Your card was used to make a purchase at a store you haven't frequented or visited in the past.
• Your card was used out-of-state or at a retailer you don't frequent and your PIN number was entered wrong.

Keep in mind that you won't receive a text each and every time you find yourself in one of these situations. Fraud Center predicts the probability of fraud on an account by comparing current transactions to current fraud trends, and reaches out when something seems really suspicious.

What happens if it is discovered that my card information actually has been compromised?  

In the event that you confirm fraud has taken place, your card will be blocked or restricted to prevent additional fraudulent transactions from posting, and Town-Country United Bank will cancel your card.

From there, you'll need to contact us during normal business hours - call 334-682-4155 or 1-877-418-6411 to verify that your card has been closed and that no fraudulent transactions have cleared your account. If fraudulent transactions have cleared, you will be asked to complete a fraud form. At this point, we will order you a new card.

In some cases, you'll want to find out who stole your information and press charges. This will require filing a police report.